Lisa Freer
Edison,NJ
Summary
Business-oriented Research Analyst with 10+ years of experience developing solutions and methods for big data analytics and process optimization. Offering excellent communication skills and proven to collaborate cross-functionality with all departments
To secure an analyst position that will afford me the opportunity to advance in the IT field, hone my skills, and acquire more advance IT knowledge. Quality-driven Operations Analyst skilled at collecting and analyzing information. Veteran forecaster with skills in generating reports and presenting trends in order to help business plan and improve operations. Bringing 16 years of experience with IT companies and passion for making a difference.
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
19
19
years of professional experience
Work History
Technical Support Specialist
CCC Intelligent Solutions
11.2006 - Current
- Provide support for employees as well as customers in the technical aspect
- Process Tier 1+ application support via tickets, email, and phone
- Create, route, and redirect tickets via Remedy Force
- Ensure all tasks are recorded, documented and closed via Total Call Ownership
- Insert scripts on MS SQL Server 2008 used for obtaining data Billing, status reports, and physician reports
- Creates, maintain and update Operations
- Change Management , & Release Management documentation for the Service Center as needed.
- Analyzed systems and processes to understand current functionality and impact of operational changes.
- Streamlined tasks and eliminated redundancy by verifying accurate data tracking of account records.
- Educated personnel on company policies to foster improved customer retention and increased revenue.
- Presented findings to management and executive leadership and fielded questions to help refine strategies.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Acted as single point of contact for customers during technical faults and security-related events.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Education
Secretarial Word Processing -
Central Pennsylvania Business
1984
Skills MS SQL Server 2008 7 / 10 Remedy 8 / 10 Lotus Notes 9 / 10 -
Non-Matriculate Student -
Middlesex County College of NJ
Highschool Diploma -
Monroe Township High School
1983
Sch0ol -
1982
Skills
- Data Modeling
- Microsoft Excel
- System Testing
- Statistical Analysis
- Microsoft PowerPoint
- Critical Thinking
- Computer Skills
- Active Listening
- Remote support
Timeline
Technical Support Specialist
CCC Intelligent Solutions
11.2006 - Current
Skills MS SQL Server 2008 7 / 10 Remedy 8 / 10 Lotus Notes 9 / 10 -
Non-Matriculate Student -
Middlesex County College of NJ
Highschool Diploma -
Monroe Township High School
Sch0ol -
Secretarial Word Processing -
Central Pennsylvania Business